Analisis Pelayanan Check-In Counter Maskapai Wings Air Kepada Penumpang Di Bandar Udara Muhammad Salahuddin Bima
DOI:
https://doi.org/10.56606/jmmu.v1i1.198Keywords:
Service, Check In, SatisfactionAbstract
Air transportation is a vital sector for the Indonesian economy, considering the thousands of islands spread from Sabang to Merauke. Sustainable development of air transport by the government, including increasing customer satisfaction, is essential. Sultan Muhammad Salahuddin Bima Airport in NTB only serves domestic flights and is an important hub on Sumbawa Island. Wings Air, operating since 2003, focuses on domestic flights with several international routes.
This research evaluates Wings Air's check-in counter service at Sultan Muhammad Salahuddin Bima Airport, with a focus on factors that influence passenger satisfaction. Data was collected through observation, interviews and literature study. It was found that Wings Air's check-in counter service was quite good but still faced several obstacles, such as system delays and lack of officer time discipline. These obstacles result in queues building up and stress for passengers.
The research conclusions show the need for improvements in check-in counter services to increase efficiency and passenger satisfaction. Implementation of stricter procedures and further training for check-in officers is recommended so that services can be improved optimally.
Keywords: Service, Check In, Satisfaction
Downloads
References
Armayanti, A. A. (2023). Analisis Fasilitas Pelayanan Penumpang Disabilitas Di Bandar Udara Domine Eduard Osok Sorong. Jurnal Ilmiah Dan Karya Mahasiswa, 1(2), 54–63. Diambil dari https://jurnal.itbsemarang.ac.id/index.php/JIKMA/article/view/178%0A https: //jurnal.itbsemarang.ac.id/index.php/JIKMA/article/download/178/208
Herman, T. & Tobing, M. I. (2017). Manajemen jasa: Pendekatan teori dan praktik. Jakarta: Gajah Mada University Press.
Ismi Zakiyah, & Gallis Nawang Ginusti. (2022). Analisis Pelayanan Check-In Counter Maskapai Batik Air Terhadap Kepuasan Penumpang di Bandar Udara Komodo Labuan Bajo. Jurnal Multidisiplin Madani, 2(5), 2095– 2110. https://doi.org/10.55927/mudima.v2i5.313
Kotler, P., Armstrong, G., Wong, V., Saunder, C., & Hair, J. F. (2017). Marketing management (16th ed.). Pearson Prentice Hall.
Manisya, E., Abadi, S., Masyi’ah, A. N., Udara, M. T. (2022). Analisis Pelayanan check in counter oleh petugas pasasi pada maskapai citilink di bandar udara juanda surabaya. In Jurnal Flight Attendant Kedirgantaraan.
Resty Putrie STTKD Yogyakarta, A., & Saputra STTKD Yogyakarta, A. (2023). Analisis Kinerja Petugas Check In Counter Pada PT. Kokapura Avia Cabang Yogyakarta International Airport. Journal of Management and Social Sciences (JMSC).
Subandi. (2021). Analisis Faktor Konfirmatori Dimensi Kualitas Pelayanan (Service Quality). Jurnal Bisnis Administrasi dan Manajemen (ALBAMA),14(1), 50–60.
Subiyantoro, A., Wibowo, P. E., Sholihin, M., & Sudarsono, E. (2023). Pengaruh Fasilitas Internal, Tingkat Kenyamanan, dan Keamanan terhadap Kepuasan Penumpang Gapura Angkasa di Bandara Adi Sucipto Yogyakarta. Economics And Business Management Journal ( EBMJ ), 2(4), 304–319.
Sugiyono. (2015). Metode penelitian kuantitatif, kualitatif, dan kombinasi. Alfabeta. Bandung: Alfabeta.
Theresia, M., Sekolah, K., Teknologi, T., Yogyakarta, K., & Sekolah, S. (2023). Analisis Penangan Petugas Check-In Terhadap Penumpang Khusus Dibandar Udara Adi Soemarmo Surakarta. Jurnal Kajian Dan Penelitian Umum, 1(4), 84–94. Diakses 13 maret Jam 19.12 https://doi.org/10.47861/jkpu-nalanda.v1i4
Wahyu, H., Hartadi, A., & Mursyid. (2024). Digitalisasi Pencatatan Penggunaan Aviobridge dalam Menunjang Efektivitas Pelayanan Apron Movement Control di Bandar Udara Internasional Jenderal Ahmad Yani Semarang. ALBAMA : Jurnal Bisnis Administrasi dan Manajemen, 17(1).
